jollyrgr
Member
I have been researching and working on this problem for hours now.
I installed an automatic update today and now none of my mac applications work, not even the updater. They bounce a bit before they 'quit Unexpectedly.
I can use Firefox but the whole computer is slow.
I am running 10.5.8 on a 233 ghz and 2 gig ram.
I have run disk utility to repair permissions but it did not help. Every time I run it I get the following:
Warning: SUID file 'Applications/Utilities/ODBC Administrator.app/Contents/Resources/iodbcadmintool' has been modified and will not be repaired.
Warning: SUID file 'Applications/Utilities/Keychain Access.app/Contents/Resources/kcproxy' has been modified and will not be repaired.
I tried downloading and installing the latest Safari off of the web but it still gives me the 'quit unexpectedly' error.
It effects all the accounts on my computer.
I looked for corrupted fonts in the 'font book' and it found 77 minor font problems. I am afraid to delete these fonts.
My logic board did just get back from being repaired if that makes a difference, but it has been working fine for two days now.
Anyone with any ideas?
I installed an automatic update today and now none of my mac applications work, not even the updater. They bounce a bit before they 'quit Unexpectedly.
I can use Firefox but the whole computer is slow.
I am running 10.5.8 on a 233 ghz and 2 gig ram.
I have run disk utility to repair permissions but it did not help. Every time I run it I get the following:
Warning: SUID file 'Applications/Utilities/ODBC Administrator.app/Contents/Resources/iodbcadmintool' has been modified and will not be repaired.
Warning: SUID file 'Applications/Utilities/Keychain Access.app/Contents/Resources/kcproxy' has been modified and will not be repaired.
I tried downloading and installing the latest Safari off of the web but it still gives me the 'quit unexpectedly' error.
It effects all the accounts on my computer.
I looked for corrupted fonts in the 'font book' and it found 77 minor font problems. I am afraid to delete these fonts.
My logic board did just get back from being repaired if that makes a difference, but it has been working fine for two days now.
Anyone with any ideas?
Introduction
This document outlines the sequence of Cisco Jabber Login and how to troubleshoot when Jabber login fails while being in Internal/corporate Network.
Background Information
Open the Users & Groups pane of System Preferences and click the Login Items tab, and you’ll see a list of apps (and even files and folders) that open every time you log in. (This list is different. Update Brother scanner software to prevent 'LOGINserver' unexpected quit. If you are experiencing a problem with an application 'LOGINserver' quitting unexpectedly after logging in, and you are.
Jabber Login comprises of two stages namely Cisco Unified Communications Manager server (CUCM) Login and IM and Presence server (IMP) Login.
- CUCM Login involves Service discovery to identify the CUCM server to which Jabber should login.
- Jabber user Authentication with CUCM to retrieve the Service profile details which contains IMP server , Voicemail , Conferencing ,CTI server details and also Device Configuration file for Phone services.
- Once CUCM Login is successful, Jabber will login to IMP server to authenticate and retrieve the contact list and other IM services.
- IMP Login has two stages namely SOAP Login which deals with User authentication and then XMPP Login which deals with XMPP session creation and Stream Management.
How to Collect Logs
Primarily, clear the cache on PC and collect the clean Jabber Problem Report (PRT). These are the steps to do the same
- Most email apps like Outlook are able to automatically configure email server settings. If you need server settings or help finding your server settings, click on one of the links below: Server settings for Hotmail, Outlook.com or Microsoft 365 for business email accounts.
- Here’s how to manage app subscriptions on Mac. System Preferences In System Preferences there is an Apple iD panel that lets you manage and see account-related settings, including subscriptions.
- Sign out and exit the Jabber application.
- Delete all the existing logs located at
%AppData%LocalCiscoUnified CommunicationsJabber
%AppData%RoamingCiscoUnified CommunicationsJabber - Restart Jabber and recreate the problem by logging in.
- Collect the Problem report (From Jabber Help menu, select Report a problem option to launch problem reporting tool and follow instructions).
Keywords to Search in Logs
Stages to Troubleshoot
Stage 1. CUCM Service Discovery
Error on screen | Cause | What to check in Jabber log |
Cannot find your services automatically. Click advanced settings to set up manually | This error is seen when _cisco-uds or _cuplogin SRV records are not configured in the DNS server | csf::dns::mapFromWindowsDNSResult |
Sample Log Snippet
017-03-19 17:55:00,422 WARN [0x000050ac] [srcdnsutilswin32win32DnsUtils.cpp(52)] [csf.dns] [csf::dns::mapFromWindowsDNSResult] - *-----* DNS query _cisco-uds._tcp.appslab.com. has failed: DNS name does not exist. (9003).
2017-03-19 17:55:00,438 WARN [0x000050ac] [srcdnsutilswin32win32DnsUtils.cpp(52)] [csf.dns] [csf::dns::mapFromWindowsDNSResult] - *-----* DNS query _cuplogin._tcp.appslab.com. has failed: DNS name does not exist. (9003).
Steps to Resolve
Step 1. First start nslookup (on a windows client ) start the command prompt and then enter nslookup.
Step 2. Next set the query type to SRV
set type = SRV
set type = SRV
Step 3. After that insert the SRV record we need to check
_cisco-uds._tcp.example.com
_cisco-uds._tcp.example.com
Step 4. This returns the DNS A records pointing to the CUCM servers. This is an example of the Successful _cisco-uds SRV record. If no records returned, contact your DNS Administrator to configure the SRV records
Stage 2. CUCM User Authentication
Error on screen | Cause | What to check in Jabber log |
Your username or password is not correct | This error is seen when the credentials entered is wrong or user is locked in CUCM/LDAP | 'FAILED_UCM90_AUTHENTICATION' |
Sample Log Snippet
2017-01-09 08:59:10,652 INFO [0x00001740] [vicesimplDiscoveryHandlerImpl.cpp(460)] [service-discovery] [CSFUnified::DiscoveryHandlerImpl::evaluateServiceDiscoveryResult] - ServiceDiscoveryHandlerResult return code FAILED_UCM90_AUTHENTICATION
Steps to Resolve
Step 1. Ensure that the User you try to login as is configured as Enduser in CUCM by going to CUCM Administration -Enduser page.
![Loginserver App On Mac Loginserver App On Mac](/uploads/1/3/4/2/134208780/885272082.jpg)
Step 2. Verify if credentials are correct and user is active by logging into CUCM Self care Portal .This image refers to scenario where the LDAP is unable to authenticate the user either because the user is not a valid user or password supplied is incorrect.
Step 3. If this issue is seen for all users you need to verify if the LDAP syncronisation and LDAP Authentication settings on CUCM Administration -System > LDAP is correct.
Error on screen | Cause | What to check in Jabber log |
Cannot communicate with the server | Jabber is unable to resolve/reach the CUCM FQDN/HOSTNAME that it received during the Service discovery | 'FAILED_UCM90_CONNECTION' |
Sample Log Snippet
2017-08-28 12:04:00,282 INFO [0x00004290] [vicesimplDiscoveryHandlerImpl.cpp(452)] [service-discovery] [CSFUnified::DiscoveryHandlerImpl::evaluateServiceDiscoveryResult] - ServiceDiscoveryHandlerResult return code FAILED_UCM90_CONNECTION
Steps to Resolve
Login Server App On Mac Os
Step 1. Test if you are able to open this URL in the browser on the PC https://<CUCM IP/FQDN> :8443/cucm-uds/version
Unsuccesful Successful
Step 2. If the response is unsuccessful, please verify if DNS is configured correctly to resolve them and also if no Network Elements like Firewall/ASA is blocking port 8443.
Step 3.This URL must be tested for all CUCM Servers in the cluster. In order to know the list of Servers, navigate to CUCM Administration -System > Server.
Error on screen | Cause | What to check in Jabber log |
Cannot communicate with the server | This error is seen when the userid entered in Jabber doesnt match with userid configured in CUCM | 'FAILED_USER_LOOKUP' |
Sample Log Snippet
2016-08-18 13:14:49,943 INFO [0x000036e4] [vicesimplDiscoveryHandlerImpl.cpp(367)] [service-discovery] [DiscoveryHandlerImpl::evaluateServiceDiscoveryResult] - ServiceDiscoveryHandlerResult return code FAILED_USER_LOOKUP
Steps to Resolve
Step 1. Test if you are able to open this URL in the browser on the PC https://CUCM:8443/cucm-uds/clusterUser?username=<userid>
Step 2. Check if the userid that is being entered in Jabber matches the userid in CUCM End user page.
Tip: Jabber has UPN discovery enabled by default and hence get the userid prepopulated from LDAP UPN field. Check if UPN is same as configured in CUCM, if you need to disable UPN discovery ,set UPN_DISCOVERY_ENABLED=false during installation
Stage 3. SOAP Login (IM and Presence Login)
Error on screen | Cause | What to check in Jabber log |
Your username or password is not correct | This error is caused due to user Authentication failure | 'LERR_CUP_AUTH' |
Sample Log Snippet
2017-01-14 15:55:09,615 INFO [0x00000dc0] [tsadaptersimpcomponentsLogin.cpp(99)] [imp.service] [IMPStackCap::Login::OnLoginError] - ****************************************************************
2017-01-14 15:55:09,615 INFO [0x00000dc0] [sadaptersimpcomponentsLogin.cpp(100)] [imp.service] [IMPStackCap::Login::OnLoginError] - OnLoginError: (data=0) LERR_CUP_AUTH <12>:
201-01-14 15:55:09,615 INFO [0x00000dc0] [sadaptersimpcomponentsLogin.cpp(101)] [imp.service] [IMPStackCap::Login::OnLoginError] - ****************************************************************
Steps to Resolve
Step 1. Check if user is assigned to a Presence Node and there are no duplicates for the user (IM and presence Administration > Diagnostics > System troubleshooter) .
Step 2. Check if the High Availability (HA) state is Normal and no Failover has occured. If you have tried assigning user during abnormal HA state, Users are not assigned to any IMP node and login fails and now you need to recover the HA state first and re-assign the user.
Step 3. Ensure that the credentials are valid.
- In case of LDAP user, verify if user is able to login to CUCM Selfcare portal.
- If ccmenduser page login fails, check the LDAP Authentication settings in CUCM and also verify the same settings are replicated to IMP
run sql select * from ldapauthentication
run sql select * from ldapauthenticationhost - Check if the account is not locked in LDAP
- If user was recently enabled for Presence, restart Cisco Sync Agent service on IMP Publisher.
Step 4. Check the server is having a high TOMCAT CPU comsumption
- show process load
- utils diagnose test
Step 5. Set these services log to DEBUG and then recreate the Login issue and collect the logs
- Client Profile Agent
- Cisco Tomcat
- Event Viewer-Application Log
- Event Viewer-System Log
Error on screen | Cause | What to check in Jabber log |
Cannot communicate with the server | This error is caused due to Issues with IMDB or TCP connectivity to IMP | 'LERR_CUP_UNREACHABLE' , 'LERR_CUP_TIMEOUT' |
Sample Log Snippet
2017-11-08 16:03:20,051 DEBUG [0x00003a0c] [sadaptersimpcomponentsLogin.cpp(127)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - ************************************************
2017-11-08 16:03:20,051 INFO [0x00003a0c] [sadaptersimpcomponentsLogin.cpp(128)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - OnLoginError: LERR_CUP_UNREACHABLE
2017-11-08 16:03:20,051 DEBUG [0x00003a0c] [sadaptersimpcomponentsLogin.cpp(129)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - *************************************************
Steps to Resolve
Step 1. Check if IMP FQDN/Hostnames are resolvable from client PC.
Step 2. Check if you can open this URL in browser https://<IMP SERVER FQDN/IP>:8443/EPASSoap/service/v105
Successful Unsuccessful
Step 3. Verify that firewall/VPN is not blocking the connectivity to IMP server ( Port 8443,5222)
Step 4. Verify if this service runs in IMP server: Cisco Client profile Agent
Step 5. Set these services log to DEBUG, recreate the Login issue and then collect the logs if above steps doesnt resolve the problem.
- Cisco XCP Router
- Cisco XCP connection Manager
- Cisco XCP Authentication Service
- Client Profile Agent
Tip: If the problem persists for only one user, you can try to unassign and re-assign the user for presence in CUCM. If it’s a system wide problem, collect the logs and check the services status
Error on screen | Cause | What to check in Jabber log |
Cannot communicate with the server | Usually this error is caused due to Issues with IMDB | 'LERR_CUP_INTERNAL_ERROR' |
Sample Log Snippet
2017-11-08 16:03:20,051 DEBUG [0x00003a0c] [sadaptersimpcomponentsLogin.cpp(127)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - ************************************************
2017-11-08 16:03:20,051 INFO [0x00003a0c] [sadaptersimpcomponentsLogin.cpp(128)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - OnLoginError: LERR_CUP_INTERNAL_ERROR
2017-11-08 16:03:20,051 DEBUG [0x00003a0c] [sadaptersimpcomponentsLogin.cpp(129)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - *************************************************
Steps to Resolve
Step 1. Perform Mandatory checks
Step 2. Verify if following services are running in IMP server
- Cisco XCP Router
- Cisco XCP connection Manager
- Cisco XCP Authentication Service
- Cisco Presence Login Datastore
Step 3. Check if this Field notice is applicable
Field Notice: FN - 64267 - Cisco Unified Communications Manager IM & Presence causes Cisco Jabber login failures - Software Upgrade Recommended
Step 4. Set these services log to DEBUG, recreate the Login issue and then collect the logs if above steps doesnt resolve the problem.
- Cisco XCP Router
- Cisco XCP connection Manager
- Cisco XCP Authentication Service
- Client Profile Agent
- Cisco Presence Login Datastore
- Event Viewer-Application Log
- Event Viewer-System Log
Step 5. Reboot the cluster to recover the situation.
Stage 4. XMPP Login (IM and Presence Login)
Error on screen | Cause | What to check in Jabber log |
Cannot communicate with the server | Commonly seen when Jabber cannot create a session and bind itself in IMP server | LERR_JABBER_AUTH <17>: Authentication error with server e.g. resource bind, TLS, create session or SASL error' |
Sample Log Snippet
2017-10-27 10:56:47,396 DEBUG [0x00007fff8b3d7340] [s/adapters/imp/components/Login.cpp(127)] [IMPServices] [OnLoginError] - ****************************************************************
2017-10-27 10:56:47,396 INFO [0x00007fff8b3d7340] [s/adapters/imp/components/Login.cpp(128)] [IMPServices] [OnLoginError] - OnLoginError: LERR_JABBER_AUTH <17>: Authentication error with server e.g. resource bind, TLS, create session or SASL error
2017-10-27 10:56:47,396 DEBUG [0x00007fff8b3d7340] [s/adapters/imp/components/Login.cpp(129)] [IMPServices] [OnLoginError] - ****************************************************************
Steps to Resolve
Step 1. Check if the cup-xmpp Certificates are valid.
Step 2. Check if the Port 5222 is open.
Step 3. Set the following services log to DEBUG and then recreate the Login issue and collect the logs before step 4 if Root cause to be identified as Reboot of the server is the only fix known so far
- Cisco XCP Router
- Cisco XCP connection Manager
- Cisco XCP Authentication Service
- Client Profile Agent
- Event Viewer-Application Log
- Event Viewer-System Log
Step 4. Reboot the server to resolve the issue.
Error on screen | Cause | What to check in Jabber log |
Cannot communicate with the server | Seen when IMP is not resolvable or reachable due to Network problems like firewall | 'LERR_JABBER_UNREACHABLE ' |
Sample Log Snippet
2014-12-15 12:07:31,600 INFO [0x00001670] [tsadaptersimpcomponentsLogin.cpp(96)] [imp.service] [IMPStackCap::Login::OnLoginError] - ****************************************************************
2014-12-15 12:07:31,600 INFO [0x00001670] [tsadaptersimpcomponentsLogin.cpp(97)] [imp.service] [IMPStackCap::Login::OnLoginError] - OnLoginError: (data=0) LERR_JABBER_UNREACHABLE <16>:
2014-12-15 12:07:31,600 INFO [0x00001670] [tsadaptersimpcomponentsLogin.cpp(98)] [imp.service] [IMPStackCap::Login::OnLoginError] - ****************************************************************
Steps to Resolve
Step 1. Check if IMP FQDN/Hostnames are resolvable.
Step 2. Verify that firewall/VPN is not blocking the connectivity to IMP server ( Port 8443,5222).
Step 3. Verify if these services are running in IMP server and restart them once.
- Cisco XCP Router
- Cisco XCP connection Manager
- Cisco XCP Authentication Service
Step 4. Perform Mandatory checks.
Step 5. Set thse services log to DEBUG, recreate the Login issue and then collect the logs if above steps doesnt resolve the problem.
- Cisco XCP Router
- Cisco XCP connection Manager
- Cisco XCP Authentication Service
- Client Profile Agent
- Event Viewer-Application Log
- Event Viewer-System Log
Step 6. In case of all users experiencing the same error, a server Reboot can be done for quick recovery.
Mandatory Checks
Step 1. Check if user is assigned to a Presence Node (navigate to IM and Presence Administration > System > Topology) and there are no duplicates for the user(navigate to IM and Presence Administration > Diagnostics > System troubleshooter)
Step 2. If High Availability is enabled, navigate to CUCM Administration > Server > Presence Redundancy Group and check if they are in Normal state. This is the image of how Normal state looks. For more information about High Availability can be found here.
Login Server App On Mac Shortcut
Abnormal State
Normal State
Loginserver.app Macos
Step 3. Check High Availability Replication status.
a.utils dbreplication runtimestate
b.run pe sql ttlogin select count(*) from typesysreplication
or
utils imdb_replication status ( 10.5.2 SU2a and above)
How to Set Logs to DEBUG
Step 1 Choose Navigation > Unified serviceability > Trace > Configuration.
Step 2 From the Server drop-down list , choose the server ( i.e IMP node) that is running the service for which you want to configure trace and then, click Go.
Step 3 From the Service Group drop-down list box, choose the service group for the service that you want to configure trace; then, click Go.
Step 4 From the Service drop-down list box, choose the service for which you want to configure trace; then, click Go.
Step 5 Check box 'Apply to All Nodes' and select the trace level to 'DEBUG'
Step 6 To save your trace parameters configuration, click the Save button
Step 2 From the Server drop-down list , choose the server ( i.e IMP node) that is running the service for which you want to configure trace and then, click Go.
Step 3 From the Service Group drop-down list box, choose the service group for the service that you want to configure trace; then, click Go.
Step 4 From the Service drop-down list box, choose the service for which you want to configure trace; then, click Go.
Step 5 Check box 'Apply to All Nodes' and select the trace level to 'DEBUG'
Step 6 To save your trace parameters configuration, click the Save button
For more information of setting trace levels refer Cisco Unified Serviceability Administration Guide
Logs to Collect
RTMT | Admin CLI |
---|---|
Cisco Client Profile Agent | file get activelog tomcat/logs/epassoap/log4j/* |
Cisco Login Datastore | file get activelog epas/trace/imdb/sdi/ttlogin/ |
Cisco Tomcat Security Logs | file get activelog tomcat/logs/security/log4j/* |
Cisco XCP Authentication Service | file get activelog epas/trace/xcp/log/auth* |
Cisco XCP Connection Manager | file get activelog epas/trace/xcp/log/client-cm-1*.log |
Cisco XCP Router | file get activelog epas/trace/xcp/log/rtr-jsm-1 |
Event Viewer-Application Log | file get activelog syslog/CiscoSyslog* |
Event Viewer-System Log | file get activelog syslog/messages* |